Building on its commitment to enhance passenger service, officials at Los Angeles International Airport (LAX) first introduced the LAX Ambassador program on May 1, 2002, which is now known as the Customer Service Representative (CSR) program. The program was designed to provide greater assistance and information to travelers and the general public by facilitating their movement through and among the airport's eight terminals. Customer Service Representatives are responsible for providing a wide range of airport/airline information as well as information related to services available at LAX.

CSR’s are hired by the City of Los Angeles World Airports (LAWA), a department of the City of Los Angeles. They are highly trained by LAWA terminal operation staff and are assigned to work between 6:00 A.M. and 12:00 A.M seven days a week. They are equipped with cellular phones and have immediate access to airport and air carrier information. CSR’s are able to efficiently direct travelers to the appropriate location for their connecting flight, and surface transportation options available to help travelers reach their final destination.

The Customer Service Representative program was initially developed in response to the changing airport environment associated with the many new security procedures implemented after the events of September 11, 2001. Public security convenience and passengers’ convenience are a primary concern to management at LAWA who strive to make traveling through LAX a pleasant experience. CSR’s continue to provide invaluable assistance to the traveling public as they pass through LAX, especially due to the changing security regulations, the construction and remodeling activities underway in our facilities.